Impact of Internet of Things (IoT)’s Service Quality on the Hotel Customer Satisfaction
Dong-Heui Choi

Dong-Heui Choi, Professor, Department of Hospitality & Tourism Management, Hyodeokro, Namgu, Gwangju, Korea.
Manuscript received on 19 August 2019 | Revised Manuscript received on 29 August 2019 | Manuscript Published on 16 September 2019 | PP: 362-366 | Volume-8 Issue-2S6 July 2019 | Retrieval Number: B10690782S619/2019©BEIESP | DOI: 10.35940/ijrte.B1069.0782S619
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Abstract: The objective of this study is to use service based on Internet of Things identifying whether service quality based on Internet of Things perceived by customers significantly influence on customer satisfaction and provide implications on them. For this, survey was used to collect data for practical analysis. Survey was conducted for 47 days from September 3 to October 19, 2018. Total 250 copies were distributed, and 238 of them were collected. Among them, after excluding 22 copies with imperfect responses, 216 copies were used for practical analysis. It affects customer satisfaction in the order of firmness, reliability, empathy, usability, and responsiveness. At the same time, the confidence in the system of Internet of Things and the question of the system were the most important factors in the satisfaction of the hotel staff. This was how this study was differentiated from other researches dealing with customer satisfaction in the field of hotel. This was because it was necessary to accurately resolve the unfamiliarity and maladjustment of customers’ Internet-based services as they are still in the beginning phase as they are able to understand customers by accurately communicating information about services based on the Internet. Efforts shall also be made by employees to accurately notifying the results from inquiries.
Keywords: Internet of Things (IoT), Service Quality, Customer Satisfaction.
Scope of the Article: IoT